Sumit Kumar

Experience

• 

  IBM

  Jul 2008 - Jan 2011

  - Provided tier-2 technical support to Panasonic users providing exceptional customer experience mixed with impeccable TAT and resolution %- building KPIs for the team based on the analysis and service history- participated in periodic performance review with management to understand the trend and design ways to optimize the business processes and workflows - Dedicated first line product support to broadband giant Bell Canada users with a great track record- Designed templates, ideas and shared best practices with team and management to achieve overall individual and team growth and development- Learned the business curve of support and service industry, analyze and formulate innovative ideas to improvise the existing processes and workflows

  • Sr. Technical Executive

    Apr 2009 - Jan 2011

  • Executive Operations Consultant

    Jul 2008 - Apr 2009
• 

  Adobe

  Jan 2011 - now

  • Managing Adobe's partner ecosystem by integrating with regional Channel Sales, Channel Ops team, WW Channel Strategy, Planning, and Operations team to design best-in- class channel sales program• Drive and deliver projects, program enhancements, system changes and process updates with proper planning, end-to-end testing, communication, timely rollout and documentation• Organize internal and external trainings for local channel team and partners to ensure process governance and awareness to enable Go-to-market strategies• Documenting and maintaining SOPs, program guides, historical partner data and other operational assets• Act as subject matter expert in advocating adoption of new best practices and processes for enhanced overall process efficiency• Keep leadership & management apprised about the progress, key issues and changes impacting the business results.• Own maintenance of Adobe's Partner portal website and other assets to ensure seamless user experience• Formulating and releasing KPI Dashboards on periodic basis to have everyone better clarity & representation of operational goals and performance Show less

  • Program Manager

    Dec 2019 - now

  • Sr. Data Analyst

    Jun 2018 - Dec 2019

  • Sr. Salesforce Support Analyst

    Apr 2014 - Jun 2018

  • Channel Partner Consultant

    Sept 2012 - Apr 2014

  • Technical Support Associate

    Jan 2011 - Sept 2012